IT Manager Distribution Centers

The Manager serves in a leadership position managing a geographically dispersed team that is primarily responsible for the IT technology at ULTA’s distribution centers. The team is responsible for supporting supply chain partners in their daily operations as well as identifying and implementing new technologies in a highly dynamic, fast paced and rewarding environment.

• Customer Service Support: Ensures that the inventory of components to be supported is complete and current. Creates and maintains policy, standards and procedures for the customer service functions. Responsible for day-to-day management and work allocation to meet agreed service levels. Specifies and applies standards. Ensures that tracking and monitoring of performance is carried out, metrics and reports are analyzed, and issues are resolved. Assesses customer service function and collects performance data. Contributes to the specification, development, research, and evaluation of services standards. Applies these standards to resolve or escalate issues and gives technical briefings to staff members.
• Relationship Management: Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans. Negotiates with stakeholders at senior levels and ensures that organizational policy and strategies are adhered to.
• Quality Management: Leads the application of appropriate quality management techniques to identify areas for improvement. Coordinates systematic corrective action to reduce errors and improve the quality of the systems and services, by examination of the root causes of problems.
• Resourcing: Implements resource plans, including conducting recruitment interviews. Facilitates selection, assessment and on-boarding processes, and internal resource allocation.
• Performance Management: Supervises individuals by allocating routine tasks and/or project work. Provides direction, support, and guidance as necessary, in line with individuals’ skills and abilities. Monitors progress against agreed quality and performance criteria.

• Utilizing best practices to improve processes, procedures, and standardization to increase availability of services as well as associate satisfaction with those services.
• Responsible for managing the remote IT personnel who are accountable for end point support and IT representation at multiple, geographically dispersed distribution center (DC) facilities.
• Ensure that staff receives regular performance reviews and the training necessary to carry out their duties and develop within their roles. Responsible for resource planning, resource allocation, recruitment, supervision, coaching, scheduling development, evaluation and disciplinary actions.
• Accountable for Tier 2 support at all DC sites, including hands on site support for other infrastructure teams.
• Define, monitor, and report on metrics in order identify support trends.
• Manage vendor relationships.

• Bachelor's degree in Computer Science, CIS, or equivalent professional experience
• 5+ years of IT management experience in support and operations
• Strong experience in managing IT customer service and support teams, preferably experience with geographically dispersed resources
• Excellent analysis/troubleshooting skills, able to solve problems efficiently
• Excellent communication skills; feels comfortable working with non-technical business partners
• Able to motivate others to drive desired results
• Strong experience in establishing business processes
• Demonstrated ability to present recommendations to senior leaders for effective decision making

• Proven track record of delivering high quality solutions on time and on schedule

• Flexibility of providing support during odd hours, weekends, and peak seasons

• Up to 75% travel tied to projects and managing site resources.